Company Summary:
Zoro is an eCommerce company that’s on a mission to help business owners get everything they need to run their businesses and thrive–from office supplies to power tools. But we’re way more than a website. We’re a team of great people with an award-winning culture. Check us out and see for yourself!
Location: Chicago (hybrid)
Job Summary:
The Manager, Workforce Management is responsible for the Customer Service Workforce Management strategy to ensure efficient staffing of customer contact channels to meet service level objectives. This includes standardizing and enforcing workforce management practices, policies and procedures, and technology practices. This position will direct, develop, and ensure cohesion among the Workforce Management team. Lastly, this position will be expected to lead continuous improvements in measurements and use of technology.
Duties and Responsibilities:
- Lead the workforce management team of analysts, providing guidance, direction and support in developing and executing staffing strategies, schedules, and forecasts that align with business goals and customer demand.
- Monitor and manage real-time adherence to schedules, making adjustments as necessary to optimize staffing levels and ensure service level targets are met.
- Analyze historical data and current trends to accurately forecast call volumes, handle times, and staffing requirements.
- Constantly adapt strategies and processes in response to a dynamic and evolving contact center environment.
- Collaborate closely with the Customer Service Leadership team and other cross-functional teams, including Supply Chain, Finance, HR, etc to formulate staffing strategies and ensure seamless communication that align with business goals.
- Continuously refine and improve workforce management processes, tools, and methodologies to enhance operational effectiveness.
- Generate regular reports and performance metrics, providing insights and recommendations for process improvements to senior management.
Minimum Qualifications:
- Hybrid position: Able to work two days per week in our downtown Chicago office (Tuesday and Thursday)
- Bachelor's degree in Business, Operations, or a related field (or equivalent work experience).
- 5 years of proven experience in workforce management within a contact center environment.
- 3 years of leadership experience (formal or informal) managing work streams and people
- Proficiency in workforce management software and tools (e.g., Five9, Calabrio or Verint WFM software, forecasting tools, etc.).
- Strong analytical skills with the ability to interpret data and trends to drive informed decisions.
- Excellent communication and interpersonal skills to effectively collaborate with teams and communicate complex concepts clearly.
- Detail-oriented mindset with the ability to balance multiple priorities and deadlines.
- Flexibility to adapt to changing business needs and evolving industry trends.
Zoro Values and Inclusive Culture:
Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented and valued. We aim to empower all of our employees to learn about, raise awareness of, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow, and thrive. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.
We are proud to be an equal opportunity workplace.
